Patient Navigation Specialist, Audiology - Full-Time, Days

Be a part of a world-class academic healthcare system, UChicago Medicine, as an Patient Navigation Specialist at our DCAM – Hyde Park clinic. Here, you will work alongside our Audiology team. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

In this role you will partner with the rest of the clinical team to provide patients the highest quality of care. Our expert team is specially trained to treat everything from mild hearing loss to complex ear conditions. With our dedication to world-class ear and hearing health care, ongoing advancements in medicine, and providing education for the public and aspiring health professionals, we set the standard for excellent care

This position serves as the patient, family, and provider liaison for care coordination and patient navigation for pediatric patients with hearing loss. This role serves as a resource for patients and families by identifying and addressing barriers to care and coordinating services across Audiology, Otolaryngology, Speech, primary care, Early Intervention, educational programs, community resources, and other support services. The Patient Navigation Specialist provides individualized follow-up, administrative support, data tracking, and patient and family education to facilitate timely and equitable access to hearing healthcare services. This position supports patients and families throughout the continuum of pediatric hearing healthcare, from identification and diagnosis through ongoing audiologic care and intervention.

Essential Job Functions

• Serves as the primary contact for care coordination through the continuum of pediatric hearing healthcare for patients, families, and referring physicians.  Serves as the primary point of contact for patients and physicians to coordinate services with UCMC medical professionals, ancillary services, Early Intervention programs, educational programs, community resources, and hospital offices/staff. 

• Independently identifies and assists in resolving barriers that may delay or interrupt patient care, including scheduling, transportation, insurance, communication, and access to community or support resources. Provides timely follow-up to patients and families regarding required appointments and care needs and coordinates necessary follow-up. Collaborates with departmental and interdisciplinary staff to support timely access to pediatric hearing healthcare services.

• Serves as a liaison between Audiology, Otolaryngology, primary care, Early Intervention, educational programs, community organizations, and other interdisciplinary care teams to support coordinated and equitable pediatric hearing healthcare. Facilitates communication across services and assists patients and families in navigating care recommendations and available resources.

• Responds to patients, caregivers, referring providers, UCMC medical professionals, and manager requests and independently determines the appropriate navigation and care coordination course of action within the scope of the role. Escalates clinical, social, or safety concerns to the appropriate licensed healthcare professional or care team member.

• Serves as a scheduling and care coordination point of contact for patients and families and is responsible for coordinating appointments and referrals for audiologic testing, Otolaryngology, Early Intervention, speech and language services, and other healthcare or community support services. Contacts patients and caregivers via phone, email, and/or letter to schedule, confirm, and provide reminders regarding appointments and required follow-up.

• Obtains authorizations, medical records, diagnostic results, referrals, and other information necessary for coordination of care. Follows up with outside providers, Early Intervention programs, educational programs, and other ancillary or community services for information necessary to facilitate care coordination and shares information with appropriate services in accordance with organizational policies and applicable privacy requirements

• Maintains required patient navigation documentation and program data, including patient outreach, identified barriers to care, referrals, follow-up activities, and navigation outcomes. Reviews program data and patient tracking reports to identify patients requiring follow-up and supports ongoing evaluation of program goals and outcomes.

• Other duties as assigned

Required Qualifications

• High School diploma 

• Minimum of 3-5 years’ experience working in a high-volume complex healthcare environment, patient navigation, care coordination, social services, or community-based environment.

• Excellent telephone and personal communication skills are required as is proficiency with computer systems and programs

• Ability to multi-task and prioritize is crucial to success in this position

• Compassionate listening skills are required for patient and family distress related to new diagnosis

• Ideal candidates have a strong interest and desire for extensive patient and family interaction

• Requires experience with and high commitment to customer service

• Uses discretion and good judgment, and maintains patient confidentiality

• Must be able to independently and professionally interact with clinicians and personnel, internal and external to UCM

• Demonstrated ability to work with children and families from diverse cultural, socioeconomic, and community backgrounds.

• Strong communication, problem-solving, and relationship-building skills with the ability to identify and assist families in addressing barriers to healthcare access.

• Ability to coordinate services across healthcare, community, educational, and early childhood systems.

Preferred Qualifications

• Bachelor's degree in healthcare, social services, public health, education, human services, or a related field

• Experience with patient navigation, pediatric healthcare, hearing healthcare, Early Intervention, or community resource coordination preferred.

Position Details 

• Job Type/FTE: Full-Time 1.0 FTE
• Shift: Days – 8 am – 5 pm will require occasional evening and weekend coverage for events 
• Work Location: Onsite – DCAM – Hyde Park
• Unit/Department: Audiology
• CBA Code: Non-Union